Module 1: Cisco Unified Contact Center Enterprise v10 Foundations
Lesson 1: Introducing UCCE
Lesson 2: Unified CCE Architecture and Components
Lesson 3: UCCE Terms, Routing and Additional Components
Lesson 4: Accessing UCCE Tools
Module 2: Preparing UCCE for Basic IVR Scripting
Lesson 1: UCCE Protocols and Call Flows
Lesson 2: Using Domain Manager
Lesson 3: Introducing the Unified CCE Main Installer
Lesson 4: Central Controller Installation
Lesson 5: Installing Admin Data Servers and Clients
Lesson 6: Configuring ICM for CVP
Lesson 7: Configuring CVP for UCCE
Lesson 8: UCCE Voice Gateway Internetworking ConsiderationsIntroducing SIP
Lesson 9: Basic IVR Scripting with Microapps
Module 3: Preparing UCCE for Basic Agent Functionality
Lesson 1: Configure UCM to Support UCCE
Lesson 2: Installing UCCE CTI Software
Lesson 3: UCCE Configuration and Scripting for Additional Agent and IVR Functionality
Lesson 4: Enabling Transfers and RONA
Module 4: Installing and Configuring CCE VXML Solution
Lesson 1: Basic VXML Functionality
Lesson 2: Installing and Configuring VXML Solution
Lesson 3: Exploring Courtesy Callback
Module 5: Installing CCE Outbound Option
Lesson 1: Introduction to Outbound Option
Lesson 2: Outbound Option Installation and Configuration
Lesson 3: Configuring Outbound Option for Agent and IVR Campaigns
Module 6: Supporting CCE
Lesson 1: ICM Processes
Lesson 2: Diagnostic Framework Suite
Lesson 3: UCCE Support
Lesson 4: Service Assurance